Kimmi Kim
Maple,ON
Summary
A highly skilled, dedicated and professional Manager who possesses an positive, energetic and goal oriented mind set.
Overview
18
18
years of professional experience
Work History
Hotel Manager
Great Blue Heron Casino & Hotel
05.2022 - Current
- As an opening member, recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of position for new organization.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Developed systems and procedures to improve operational quality and team efficiency.
- Achieved top rated hotel in comp set.
- Allocated resource to planned program according to business objectives.
- Oversee the management and implementation of fiscally responsible budgets, payroll and salary administration, operation expense.
- Analyzed financial reports and reviewed opportunities for improvement and maintain maximum EBITDA.
- Managed employee related issues encompassing labor, turnover and diversity
- Achieved employee engagement survey score at 86%, which is top score within Corporation across Canada.
Senior Operation Manager
Fairmont Royal York
05.2017 - 04.2022
- Responsible for 280 unionized and non unionized workforce
- Responsible for employees’ life cycle
- Implemented and conducted training programs - Facilitator for a Heartist Campaign
- Conducted performance reviews, Coached and Developed managers and supervisors
- Conducted quality inspections of housekeeping and laundry/ valet services
- In charge of a Gold (VIP) Floor renovation project + daily operation
- In charge of implementing a new mobile hotel communication system, HOTSOS/REX
- Planned and delegated tasks and projects (short and long term) to team members
- Initiated and maintained effective communication with all other departments
- Resolved guest complaints and employee conflicts
- Monitored and maintained inventory of departmental supplies
- In charge of scheduling and payroll for efficient cost control
- Analyzed monthly reports and reviewed opportunities for improvement
- Responsible for compiling monthly/bi-yearly/yearly reports
- Improved employee opinion survey score from 4 to 4.2 during union negotiation
Assistant Director, Housekeeping
Park Hyatt Toronto
04.2013 - 04.2017
- Responsible for 70 unionized and non unionized workforce
- Responsible for employees’ life cycle
- Implemented and conducted training programs
- In charge of implementing a new mobile hotel communication system HOTSOS/REX
- Conducted quality inspections of housekeeping and uniform services
- Planned and delegated tasks and projects (short and long term) to team members
- Initiated and maintained effective communication with all other departments
- Resolved guest complaints and employee conflicts
- Monitored and maintained inventory of departmental supplies
- In charge of scheduling and payroll for efficient cost control
- Analyzed monthly reports and reviewed opportunities for improvement
- Responsible for compiling monthly/bi-yearly/yearly reports
Assistant Front Office Manager
Park Hyatt Toronto
12.2010 - 03.2013
- Responsible for 20 unionized and non unionized workforce
- In charge of scheduling and payroll for effective cost
- Interacted with guests in every area of the hotel and ensured all guests are given a sufficient level of service which is expected in a 5-star establishment
- Resolved guest complaints and employee conflicts
- Implemented a front office team upsell program and increased additional revenue of 40,000/year
- Trained and motivated front office team to achieve and maintain #1 Loyalty Program Enrollment 8 months in a row among all Hyatt hotels in North America
- Participated in creating front office and PBX operation training manuals for Park Hyatt Brands with a corporate team
Lead Concierge
Park Hyatt Seoul
04.2009 - 05.2010
- Managed systematic front office operation including check in/ out and concierge service
- Improved customer satisfaction based on guest profiling
- Created a concierge information manual
- Handled guest complaints and disputes
Assistant Front Office Manager
Grand Hyatt DFW
01.2008 - 01.2009
- Initiated market analysis and developed a training program based on our target market
- Trained and motivated staff to maintain Guest Satisfaction # 1 Hyatt in North America Especially improved check in/out processes Guest Satisfaction ranking from #40 to #1
- Developed strategic operations to maximize revenue and efficiency
- Resolved guest complaints and disputes
- Improved selling strategies – achieved average perfect sell 8 days per month
Food and Beverage Coordinator
Novotel Toronto
07.2005 - 06.2006
- Ensured smooth operation, guest satisfactions and repeat business
- Reported daily consolidated sales summary
- Handled F&B requisition and monitored F&B cost on daily basis
- In charge of food quality check, guest feed-back and complaints
Education
BBA - International Hospitality Management
Les Roches Swiss Hotel Association School
Switzerland12.2017
Associate of Arts - Hotel Management
George Brown College
Toronto, ON04.2005
Skills
- Management & Admin
- Social Media Networking, Marketing
- Guest Services Management
- Strategic Planning and Analysis
- Guest Accommodations
- Special Event Coordination
- Personnel Coaching & Retention
- Health & Safety (WHMIS)
- Budgeting
- Problem Resolution
- Supervision & Leadership
- MS OFFICE, OPERA
Languages
English
Full Professional
Timeline
Hotel Manager
Great Blue Heron Casino & Hotel
05.2022 - Current
Senior Operation Manager
Fairmont Royal York
05.2017 - 04.2022
Assistant Director, Housekeeping
Park Hyatt Toronto
04.2013 - 04.2017
Assistant Front Office Manager
Park Hyatt Toronto
12.2010 - 03.2013
Lead Concierge
Park Hyatt Seoul
04.2009 - 05.2010
Assistant Front Office Manager
Grand Hyatt DFW
01.2008 - 01.2009
Food and Beverage Coordinator
Novotel Toronto
07.2005 - 06.2006
BBA - International Hospitality Management
Les Roches Swiss Hotel Association School
Associate of Arts - Hotel Management
George Brown College
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